YOUR MISSION
GotPhoto is growing and our new clients will rely on you as their first point of contact. In this role, you will sharpen your customer relationship-building and customer retention skills by managing all aspects of our clients’ accounts via phone and email. If you are interested in gaining excellent product and feature knowledge, then our Customer Care Agent role will help you to grow and become a T-shaped generalist.
This is a fully remote position: you must be located and resident in either California, Colorado, Florida, Georgia, New Jersey, New York, Oregon, Pennsylvania, South Carolina, Texas, or Virginia.
Compensation is 15 – 20$ per hour based on your level of experience, which we will discuss together.
YOUR ROLE
You will be part of the Customer Care team with Xenia Kaepernick as your team lead. Our team is part of an innovative, supportive, and fun Saas-scaleup with further growth ahead of us. Playing a crucial part in our client-facing team, as a Customer Care Agent you will:
Support GotPhoto customers daily through effective phone and email communication resourcefully and in an organized manner
Assist new GotPhoto customers with onboarding and existing customers with product best practices whilst keeping yourself up to date with product knowledge
Effectively transform a frustrated customer situation into an excellent customer experience through complex issue resolution and timely follow-up
Build sustainable client relationships and improve client retention through an empathetic and consultative approach, and help them achieve their goals through our product
Closely collaborate with members of the Customer Care and Customer Success team and do not shy away from engaging with other GotPhoto teams across different levels
SKILLS WE ARE LOOKING FOR
Excellent communication skills in both verbal and written form
Ability to adapt quickly to a changing environment and prioritize multiple urgent tasks
Good listening skills and the ability to communicate under pressure
Ability to work collaboratively with a team and independently in a remote environment
Tech savviness and the interest to learn working with and understanding a software product
WITH US, YOU CAN LOOK FORWARD TO THIS
The Culture
A company that has grown sustainably first in the EU and for a few years now in the US, too, and profitably over the last 10 years and is a market leader!
A culture based on trust and an inspiring atmosphere where ideas are heard and implemented
In a supportive environment that likes to set each other up for success, we can be vulnerable and authentic
Regular employee surveys to measure employee satisfaction and foster continuous improvement
The occasional get-together via virtual team events (lately also in person)
The Perks
Unlimited paid holiday and sick leave
Subsidized fitness membership through Classpass
Development & learning opportunities through regular check-ins with your team lead, team exchanges and development reviews
Education budget, that allows you to grow professionally and explore new ideas